Trending Articles

3 Areas of Customer Experience Where Human Expertise Is Absolutely Vital

InMoment XI

Customer experience (CX) measurement has become a priority for most large organizations. Systematically gathering and analyzing data from online surveys and other sources such as product reviews, customer complaints, etc., is viewed as an imperative. And for good reason.


Do Your Live Chat Agents Measure Up? The 9 Best Key Performance Indicators and How To Use Them


Looking to improve your customer service? Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry.


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3 Tips to Improve Internal Customer Service Through Technology


In today’s world, many companies are focusing on improving customer relationship management, and rightly so. Getting customer service right isn’t easy.


Your guide to customer engagement software


You have the perfect product idea—one that customers will love—and the research about who your customers are. But just having the ideal product isn’t enough; you need to engage customers in a way that makes sense to them. Customer engagement software is useful… if you know how to use it with.….


How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

Do B2B Better Excerpt #3: Dow

Heart of the Customer

As I mentioned in my last posts, being a Change Maker requires a different way of thinking, so it’s helpful to have guides to show you the way.


More Trending

Comm100 Data Security – How Comm100 Keeps You and Your Customers Safe


The relationship between customers and businesses is built around trust. Unfortunately, many organizations are falling short and an incredible 99% of customers now believe that companies need to improve their trustworthiness.


Posters on the Walls

Shep Hyken

I’ve been working with an amazing client. We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. This makes me very proud of the work we do. . Communication is one reason that their vision is coming to life.


How to keep a customer insight platform vibrant once the novelty is over


A customer insights platform can be your business’ most powerful tool if you keep it engaging and cohesive with your organizational goals. Customer Experience


What Are the Types of Content?


If we’re being honest, the internet already has more than enough content. Search virtually any topic, as broad or niche as you can come up with, and you’ll likely receive not just a result or two but page… after page… after page… of content. And it’s not even all good.


How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

Successful Digital Transformation Requires These 2 Strategies

Upstream Works

Most businesses are undergoing some form of digital transformation, which will have a profound impact on contact centers. This provides an on-going opportunity for innovation, and to do so successfully, contact centers should harness the power of their data and embrace technologies like AI.


A Superb Read to Help You Move Your Business Ahead

Middlesex Consulting

If you want to improve quality, cut costs, and get better outcomes, then you should read the book I just read about how to improve patient outcomes, cut medical expenses, and prevent many deaths in the surgery suite and the ICU.


Why homegrown tools won’t cut it for scaling customer success programs


Over the past 15 years, we have seen dramatic—even seismic—changes in technology. Whether it’s opening a bank account from the comfort of your couch, navigating an unfamiliar city, or building new relationships, we’re increasingly turning to technology to solve challenges in our personal lives.


Why Digital Brands Must Deliver Emotional Experiences to Customers


Why Digital Brands Must Deliver Emotional Experiences to Customers. Digital CX


5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

Join us on our Roadshow!


We are hitting the road for three days of interactive sessions with conversational AI experts, good food, and some friendly competition at Topgolf this Fall! customer experience events Botium chatbot testing conversational AI


How businesses benefit from reputation management companies


A business’s reputation has always been essential to attract leads and drive revenue. And in today’s digital world, nearly every business has its reputation on full display online. A bad reputation can turn potential customers away and drive them towards your competitors instead.



The DiJulius Group

This is probably the most frequent question I have heard business leaders ask over the past two years: Where have all the workers gone, and how can I attract and keep them? Nearly every industry is struggling with finding enough workers to run fully staffed.


On-Call Scheduling Template: It Works If You Work It

Call Experts

Before you use an on-call scheduling template to manage your time , you should know precisely what it is and how it works. Then, customize, communicate, and plan your employees’ schedules for 24/7/365 coverage. .


How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.

How to increase net revenue retention with Customer Success qualified leads (CSQLs) and strategic operations


Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Organizations invest in MQL and SQL processes without fail. But they stop short of extending that same support to CS generate high-intent leads.


How customers memories can be altered and why we all forget things. (Memory Mini series 3/3)

Beyond Philosophy

When it comes to the behavioral sciences, I love their take on memory. I love it so much, that we did a podcast mini-series on it in three parts. In the first part , we talked about why memories are essential to experiences, when we use them to decide sometimes, and how memories form.


National Customer Service Week 2022!

Myra Golden Media

When was the last time you celebrated something? Whether it was recently or too long ago, prepare yourself because this is for you: National Customer Service Week!


40+ Examples of Feedback Survey Questions

Zonka Feedback

The most efficient way to measure customer satisfaction and understand your customers better is through a feedback survey. However, when creating feedback surveys, several factors play a crucial role in writing the survey questionnaire.


Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

How and Why Outsource Web Development Philippines?

Magellan Solutions

Pros of Having Outsource Web Development Philippines. Outsourcing websites is currently a prevalent trend. . However, there are still a number of questions regarding how and why to outsource web development Philippines even if you already have an idea for a website that may support the expansion of your business. Software development and outsourcing are necessities since digital growth makes it necessary to have a web presence.


Amazing Business Radio: Mita Bedi

Shep Hyken

Customer Delight as a Survival Strategy. How Customer Experience Can Save Businesses in the Current Economy. Shep Hyken interviews Mita Bedi, CEO and Co-founder of Resonate Solutions , a customer experience management platform.


Bundesliga Match Fact Pressure Handling: Evaluating players’ performances in high-pressure situations on AWS

AWS Machine Learning

Pressing or pressure in football is a process in which a team seeks to apply stress to the opponent player who possesses the ball. A team applies pressure to limit the time an opposition player has left to make a decision, reduce passing options, and ultimately attempt to turn over ball possession.


How to Celebrate Customer Service Week 2022 (3 Steps)

Myra Golden Media

Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line!


Why the Future Success of Retail Lies in Customer Experience

Retail’s post-pandemic future: Are you prepared? Download this article by Harvard Business Review (brought to you by GetFeedback) to find out why the future success of retailers will ultimately depend on creating a cohesive customer experience, both online and in stores.